IT Service Desk Analyst

About Nintex:

At Nintex, we are transforming the way people work, everywhere.

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build.

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.

About the role:

As part of the Global IT Support team you will help provide a single point of contact to the enterprise for all technology related support needs. You will help fulfill daily support needs and maintain basic IT operations as well as play a key role in our follow-the-sun support model that will take advantage of coverage across multiple time zones to provide timely service and support. You will be a point of escalation for complicated issues, lead or participate in IT Support projects and implementations and perform auditing activities to ensure accurate data is held in the various systems.

Your contribution will be: 

• Provide tier 1 support for enterprise end users for all technology related needs 
• Monitor ticketing system consistently and progress, escalate and resolve tickets efficiently using documented processes and critical thinking
• Use incident classification guidelines to escalate high and critical priority tickets properly using the IT incident management policy
• Handoff any unfinished tickets to next Support Engineer on-shift
• Assist with user onboarding procedures, including account setup, hardware setup/deployment, desk setup and user training
• Manage our antivirus software to remove any active threats and ensure our endpoints are secure
• Contribute to the Global IT Support knowledge base by frequently updating, retiring and creating articles
• Procure and configure required hardware for end-users
• Support and maintain IT-owned hardware, including proper decommissioning according to our SOC2 requirements
• Manage and track IT assets using asset management system
• Support and maintain AV equipment in all areas of offices and externally as requested
• Continuously improve support operations – analyzing operational data and use end user feedback to reduce downtime for end users, improve service turn time, and prevent end user incidents
• Participate in team projects and provide timely and complete deliverables
• Stay current with related technologies; recommend ways for Nintex to improve productivity and reduce cost
• Manage and lead projects for IT Support team, including participating in planning and execution of IT projects and rollouts
• Provide guidance and act as a level of escalation for others in the Support team
• Audit applications and systems (AD, Asset Management system, etc.) to analyze for compliance and changes that need to be made
• Familiarize yourself with Nintex products to help find ways that IT Support can leverage these systems to save time and cost

To be successful, we think you need: 

What’s in it for you?

Our people work in the way that best suits them and their teams - whether at home, in an office, or another place that sparks creativity, focus, and collaboration. Our work environment is such that our people can successfully deliver their work while adequately supporting their lifestyle and preferences.

While our offerings differ from country to country, we offer our entire global workforce an array of exciting perks and benefits, including

• Global Gratitude and Recharge Days
• Flexible, paid time off policy
• Employee wellness programs and counseling resources
• Meaningful peer recognition and awards
• Paid parental leave
• Invention/patenting assistance
• Community impact, paid volunteer time, and opportunities
• Intercultural learning and celebration
• Multiple tools through which to learn and grow, and an incredible global community

View more about our benefits here: https://www.nintex.com/wp-content/uploads/2023/01/Global-Perks-and-Benefits.pdf.